Learn more about the current Australian Call Centre Award Rates including job classifications, penalty rates, average salaries and bonuses.
Latest Articles
How Workforce Planning Drives a Better Customer Experience
Discover how Workforce Planning goes beyond scheduling to create a people-first approach that drives exceptional customer experiences in contact centres.Read article »
How to Set KPIs for Call Centre Team Leaders
How to set the right KPIs for Call Centre Team Leaders to drive success in your business with examples, stats and best-practice tips.Read article »
Latest Podcast
What is CX Maturity?
Learn why having a mature CX strategy matters, what a CX maturity curve is, and the three core drivers of CX maturity (and why the order is important!).Listen now »
Latest Glossary Terms
Overflow Calls
Overflow calls are defined as customer calls that cannot be initially handled by the primary call centre workforce.Read More »
Employee Pulse Checks
Employee pulse checks are short, frequent surveys that measure employees' sentiments, engagement levels, and overall workplace experience.Read More »
Upcoming Courses & Events
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January 2025 Customer Service Phone Essentials
The January 2025 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based...View event > -
January 2025 Customer Service Phone Professionals
Equip your employees with superior customer service skills in the January 2025 Customer Service Phone Professionals Training course with 9 hours of facilitated...View event > -
January 2025 Customer Service Foundations
The January 2025 Customer Service Foundations training course teaches premium customer service skills delivered via 2 x 3-hour...View event > -
January 2025 Customer Service Reception PRO
Perfect for receptionists/front-desk employees etc, the January 2025 Customer Service Reception PRO course will teach your employees premium customer service skills...View event > -
January 2025 Managing Difficult Customers
Learn global best-practice skills on how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour January 2025 online course - suitable for...View event >
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